Customer Service Telephone Representative

About the role

The Customer Service Telephone Representative will act as the primary point of contact for Austin Bank customers calling in for information, assistance, or resolution of issues. This role combines high‑quality relationship building with a solid understanding of banking products and regulatory requirements.

Key responsibilities

• Greet callers and deliver superior customer service, addressing inquiries about deposit, loan, and electronic banking products.
• Identify customer needs through targeted questioning and provide accurate information or route the call to the appropriate department.
• Promote cross‑selling and upselling opportunities when relevant.
• Maintain compliance with the Bank Secrecy Act (BSA) and Customer Identification Program (CIP) as they relate to daily tasks.
• Stay informed on company communications, policies, and procedural updates.
• Collaborate with teammates and supervisors to achieve departmental goals and uphold the bank’s values of ethics, integrity, and confidentiality.

Required profile

• Strong verbal communication and active listening skills.
• Ability to remain courteous and professional, even with irate customers.
• Commitment to punctual attendance and adherence to work schedules.
• Willingness to engage in ongoing training and professional development.

Required skills

• Knowledge of banking products and services.
• Familiarity with regulatory requirements such as BSA and CIP.
• Proficiency in using bank hardware and software systems to retrieve information and resolve issues.